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Support Escalation Guidelines
1. Purpose
This document outlines the responsibilities and escalation process for handling client support tickets across Administrative Staff, Level 1 Support, Level 2 Support, and Product/Development teams. The goal is to ensure that all client requests are directed to the appropriate team for efficient resolution, improved accuracy, and enhanced client satisfaction. For a table showing what is and is not covered please see the last page.
2. Overview
Level 1 Support serves as the first point of contact for most client inquiries and technical issues. The role originally focused on administrative-related tickets, which are generally straightforward and quick to resolve. As the support volume and complexity have grown, a structured ticket escalation process has been developed to maintain workflow efficiency and prevent bottlenecks.
This document specifies:
- Which types of tickets should be handled at each level
- When and how to escalate tickets
- The appropriate team to contact for specialized issues
3. Ticket Assignment Overview
|
Ticket Type |
Responsible Team |
|
Administrative or simple client requests |
Administrative Staff |
|
General inquiries and ticket triage |
Level 1 Support |
|
Technical or data-related issues |
Level 2 Support |
|
System bugs, development work, or advanced clarification |
Product / IT / Development Teams |
4. Administrative Staff Responsibilities
Administrative staff are responsible for resolving simple, non-technical requests that can be handled quickly without in-depth system access. These are generally low-risk tickets that help streamline client communication.
Send to Administrative Staff:
- Error Tickets
Handle straightforward error tickets that do not require technical troubleshooting. Admins should document the issue, verify the error, and escalate to support if additional analysis is needed. - Invoice Sender Inquiries
Respond to client questions about who sent specific invoices via email. This can typically be verified through solutions. - Invoice Archive Requests (Before Processing)
Process or log requests to retrieve or archive invoices before they are finalized or processed, ensuring proper document tracking and compliance.
5. Level 1 Support Responsibilities
Level 1 Support serves as the initial triage point for client inquiries and support requests. The team focuses on efficiently routing tickets, providing prompt responses to common questions, and ensuring that clients receive accurate and timely communication.
Level 1 Support typically handles a high volume of tickets involving simpler, process-based requests, many of which relate to invoice holds, file imports, or client portal issues. The role also emphasizes collaboration, ensuring that higher-level support teams receive well-documented and properly categorized tickets for faster resolution.
The following responsibilities outline the scope of work for Level 1 Support:
Primary Responsibilities
- Password Reset Requests
Assist clients who are unable to access their accounts by sending password reset requests and verifying user credentials. - Invoice Hold or Failed Import Inquiries
Respond to client questions regarding invoices held in the client portal or those that failed to import. Level 1 reviews basic file statuses and provides updates or next steps as needed. - Report-Related Questions
Address general questions about existing reports or report functionality. If a client requests a new or one-time report, Level 1 escalates the task to Level 2 for creation and delivery. - Posted Invoices Not Appearing in Client ERP
When clients report that posted invoices are not visible in their ERP systems, Level 1 verifies whether the invoice was included in the export file and confirms successful transmission. - Sending SOC 2 Reports to Clients
Distribute the SOC 2 compliance report to clients upon request. - Relaying Information on Behalf of Level 2 or Product Teams
Communicate updates, clarifications, or status information to clients when Level 2 or Product teams are unavailable or managing higher-priority technical work. Level 1 ensures that messaging remains consistent, accurate, and professional. - Information Gathering and Triage Preparation
Collect relevant details, such as screenshots, error messages, or client context, to prepare tickets for escalation. This enables Level 2 and Product teams to diagnose and resolve issues more efficiently. - Escalating Complex Tickets to the Team Ticketing Channel
When an issue exceeds Level 1’s scope, the team forwards it to the Team Ticketing channel in Microsoft Teams. Level 1 includes all gathered information, client communication, and supporting files to aid higher-level teams in resolving the ticket quickly. - Client Setup and Data Maintenance in HubSpot
Ensure that client records within HubSpot are complete and up to date. This includes verifying the client’s administrative contacts, identifying their ERP system, and maintaining a brief customization summary that highlights unique client configurations.
6. Level 2 Support Responsibilities
Level 2 Support handles tickets requiring technical expertise, data investigation, or configuration changes. They possess the system access and training necessary to analyze data errors, update configurations, and manage client files.
Send to Level 2 Support:
- Solution Tickets or Tasks
Requests that require technical problem-solving or feature adjustments. - Portal Configuration Updates
Changes that involve updating client portals, modifying access settings, or adjusting configurations. - Client Questions About Data Files
Inquiries involving missing, incorrect, or confusing data that require technical validation or analysis. - File Errors (Automated or Client-Reported)
Any file error identified through automation or reported by a client should be escalated for root cause investigation. - File Upload Requests
When clients request manual data uploads or file imports, Level 2 ensures accuracy and confirms successful processing.
7. Product / Development / IT Responsibilities
Issues requiring development expertise or system-level investigation fall under the Product, Development, or IT teams. These cases often involve bugs, software enhancements, or backend process clarifications.
Send to Product or Higher:
- Requests Requiring Development Work
Any request that involves coding changes, new features, or modifications to system functionality. - Unexplained Error Logs
Errors not related to invalid data, timing issues, or user configuration should be escalated to development for further investigation. - Level 2 Clarification Requests
When Level 2 needs guidance on how to communicate technical findings to clients, or when clarification is needed to ensure accurate information delivery, escalate to Product or a higher authority. - Non-Reproducible Bugs
If a bug cannot be replicated in test or demo environments, escalate to IT for deeper system-level analysis. This helps identify whether the issue is environmental, procedural, or related to external dependencies.
8. Summary
By maintaining this structured escalation process, each team can focus on tasks aligned with their expertise:
- Administrative Staff manage simple, repetitive, or document-related requests.
- Level 1 Support acts as the central routing and triage function.
- Level 2 Support resolves technical and configuration-related issues.
- Product and IT handle complex, system-level, or developmental problems.
This tiered approach ensures efficient ticket handling, minimizes delays, and maintains a high standard of service quality across all levels of support.
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What is covered |
|
|
Level 1 |
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|
Level 2 |
|
|
Admin |
|
|
OCR |
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Not Supported |
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